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31st Annual Conference and Trade Exhibition

26th – 29th July, 2015

2nd Annual Marketing Forum

30th – 31st July, 2015

1ST DSS/CANTO Caribbean Hackathon

27th – 29th July, 2015

9th Annual Human Resources Forum

30th – 31st July, 2015

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Saturday 25 July 2015

Closed Session: CANTO Board of Directors Meeting Orchid C 10:00 – 5:00

Sunday 26 July 2015

CANTO Committee Meetings 9:00 – 1:00 Marketing and Communications Committee Meeting - 9:00 am - Orchid D

Regulations and Emerging Technologies Committee Meeting - 10:30 am - Orchid C Financial Advisory Committee Meeting – 12:00 noon – Orchid A Disaster Recovery Planning Committee Meeting – 9:00 am – Orchid A Human Resource Committee Meeting - 10:30 am – Orchid B Corporate Social Responsibility Committee Meeting – 12:00 pm – Orchid D Vendor/Supplier Working Committee – 1:00 pm – Orchid B

Closed Session: CANTO Committee Chairs Presentation to the Board - Orchid A 2:00 -3:00 Marketing and Communications Committee Meeting - 2:00pm

Regulations and Emerging Technologies Committee Meeting - 2:10pm Financial Advisory Committee Meeting – 2:20pm Disaster Recovery Planning Committee Meeting – 2:30pm Human Resource Committee Meeting - 2:40pm Corporate Social Responsibility Committee Meeting – 2:50pm Vendor/Supplier Committee Meeting – 3:00 pm

Welcome Session – Gardenia 3:30 -4:30 How to Maximize your Trade Show Potential

A complimentary information and networking session to maximize your experience; Melissa Harris, Telecom Training Corporation

Official Opening of CANTO 2015 – Riverfront South 6:00 – 7:30 Government Ministers, CANTO Executives, Members, and other Dignitaries in attendance

Opening Ceremony:

MC – Leon Williams, CANTO Vice Chair

Presentation of National Flags

National Anthem of the Republic of Trinidad and Tobago

Invocation – Cleveland Thomas

CANTO Song

Welcome Remarks: Ms Regenie Fräser, Secretary General, CANTO

Remarks: Mr. Julian Wilkins, Chairman, CANTO Board of Directors

Remarks from Mr. Shola Taylor, Secretary General Elect, Commonwealth Telecommunications Organization.

Feature Address: Stephen Ma, CEO, Huawei Caribbean Office

Keynote Address: Hon. Perry Gladstone Christie, Prime Minister of Bahamas

Cultural performance

Vote of Thanks: Helma Etnel, CANTO Treasurer

7:30

Opening of Exhibition and Cocktail Reception – Riverfront North & Central

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Monday 27 July 2015

7:45 – 8:45 Closed Session: Ministerial Breakfast: CW Communications SPONSORED: Improving Lives through Broadband Innovation – Brickell

Session Chair: Regenie Fraser, Secretary General, CANTO

Keynote: Carlo Alloni, Group Chief Technology and Information Officer, LIME

BIIPAC Update, Ayanna Samuels, Coordinator, Broadband Infrastructure Inventory and Public Awareness in the Caribbean Project

Ministerial Roundtable 1: LIME SPONSORED: Improving Lives through Broadband Innovation - Riverfront South 9:00 – 11:00 Moderators: Julian Wilkins, CANTO Chair & Leon Williams, CANTO Vice Chair

KEYNOTE: Luis Fernando Velazquez Salgado, Chief Technology Officer, North Latin America region

Feature speaker - Diane McAuliffe, VP, Markets, LIME

Hon. Melford Nicholas, Minister of State Information, Broadcasting & Telecommunications, Antigua/Barbuda

Dr. Jerrol Thompson, Director of Special Project in Telecommunications, Science, Technology & Industry, St. Vincent & The Grenadines

Hon. Curtis A. Richardson, Min of Infrastructure, Communications & Utilities, Anguilla Hon. Mr. Mike de Meza, Minister of Finance & Communications, Utilities & Energy, Aruba Hon. Darcy Boyce, Min of State Responsible for Telecom, Barbados Ms. Ingrid Seerattan, Permanent Secretary, Ministry of Science & Technology with Responsibility for

ICT, Trinidad and Tobago

11:00 –11:15

COFFEE BREAK - Riverfront South

Ministerial Roundtable 2: DIGICEL SPONSORED: Improving Lives through Broadband Innovation - Riverfront South 11:15 – 1:15 Moderators: Julian Wilkins, CANTO Chair & Leon Williams, CANTO Vice Chair

KEYNOTE – Value Creation with Network Quality, Clayton Cruz, Vice President, Latin America and Caribbean Ericsson

Feature Speaker – David Geary – General Counsel Caribbean, Digicel

Hon. George Lightbourne, Minister of Government Support Services, Turks and Caicos Hon. Alvin DaBreo, Minister of Communication, Works, Physical Development, Public Utilities, ICT

and Community Development, Grenada Hon. Claret Connor, Minister of Tourism, Economic Affairs, Transport and Telecommunication, St.

Maarten Hon. Phillip Paulwell, Minister of Science Technology Energy & Mining, Jamaica Hon Paul Lewis, Minister of Communications & Works, Montserrat Hon. James Fletcher, Minister for Public Service, Sustainable Development, Energy, Science &

Technology, Information & Broadcasting, St. Lucia Hon. Minister Suzanne Camelia Romer, Minister of Telecommunications Curacao

1:15 – 2:15

Lunch &

Exhibition Viewing – 1:15 – 5:00

Riverside North & Central

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Session 1: WRC/15 Caribbean Stakeholders Preparatory Discussions – Riverfront South 2:15 – 4:00 Chair: Melesia Sutherland Campbell, CANTO Committee Chair

Julian Wilkins, Chairman, CANTO

Mindel De La Torre, Chief International Bureau, International Bureau Federal Communications Commission

Mr. Shola Taylor, Secretary General Elect, Commonwealth Telecommunications Organization

Pascale Dumit, GVF

Gary Kalloo, CTU

Luciana Camargos, GSMA

Carmelo Rivera, CITEL

4:00 – 4:15 COFFEE BREAK in Exhibition Hall

CANTO/DOMUS SEMO SANCUS 1ST Annual Hackathon Launch - Exhibition Hall 4:15 – 5:00 The best programmers from the region come together to work in teams to develop pre identified business solutions : a

Profiling Software

7:00 – 10:00

Social Networking Dinner

Regency Ballroom

Sponsored by Ericsson

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Tuesday 28 July 2015

7:30 – 8:30 Closed Session: Ministerial Breakfast: ARIN/LACNIC SPONSORED – Brickell South Chair: Kevon Swift, LACNIC

Richard Jimmerson, Chief Information Officer ARIN

Oscar Robles, CEO, LACNIC

SESSION 2 :Operators Roundtable: The Innovation Edge – Riverfront South

9:00 – 11:15 Insights from Caribbean Operators Moderator: Opal Neil, Columbus Communications

Keynote: Mr. Dirk Currie, TELESUR, Suriname Business Continuity: Emerging Telecommunications Risks, Heather Wallen-Bryan, CANTO

Committee Chair Kieran Meskell, Digicel ISO Certification, Shields Take back programmes in the Region, Jonelle Jones, BCRC

Signing of MOU between Julian Wilkins, CANTO Chairman and Dr. Ahmad Aly Khan Director Basel Convention Regional Centre (BCRC)

11:15 – 11:30 COFFEE BREAK – Riverfront South

SESSION 3: Caribbean Women In ICTs - Empowering Caribbean Women through ICT – Riverfront South

11:30 – 1:00 Moderator: Ayanna Samuels, Regional Coordinator, Broadband Infrastructure Inventory and Public Awareness in the Caribbean Project; ICT for Development Consultant; Technology Policy Specialist; Aerospace Engineer

CWIC in Focus, Regenie Fraser, Secretary General, CANTO

CWIC Connecting the Caribbean, Jennifer Britton – Deputy Programme Manager ICT4D, CARICOM

Ambassador Audrey Marks, Jamaica

Programmes for Women in ICT, Curacao, Hon. Minister Suzanne Camelia Romer, Minister of Telecommunications Curacao

Mindel De La Torre, Chief International Bureau, International Bureau Federal Communications Commission – WE LEAD

1:15 – 2: 30

Lunch &

Exhibition Viewing – 1:15 – 5:00

Riverside North & Central

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SESSION 4: M2M and IoT Strategies – Riverfront South

2:30 – 4:00 A discussion on the future of the M2M industry Chair: Charles Carter, CANTO Director

Luis Adolfo Guillot Duenas, Vertical Solution Architect, Hauwei

Pay as you Grow – the Modular Approach, Steve Conner, Nutanix Inc

Bringing it all together – People, Devices and Services, Assaf Cohen, IDT Telecom

4:00 – 4:15

COFFEE BREAK – Riverfront South

DSS Sponsored Hackathon Update 1 In Exhibition Hall

4:15 – 4:30 Update on teams competing in Hackathon to develop Profiling Software

EJay Saunders, Founder and Chairman of DSS

7:00-10:00

Members and Sponsors Networking Dinner

Jasmine

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Wednesday 29 July 2015

Session 6: Regulators Roundtable: Regulating Innovation - Riverfront South 9:00 – 11:00

Moderator: Carlton Samuels, ICT Consultant

Network Performance, an Operators Competitive Differentiator, Christhian Cassino, Mobile Broadband Expert, Latin America and Caribbean, Ericsson

Giovanni King, Bureau Telecommunications & Post, St. Maarteen Considerations for Maximizing Return on your Spectrum Investments, John Vetta Sunsight

Regulatory Frameworks that facilitates Innovation; Mark Reynolds, Digicel, John Avery, Public Utilites Commission, Belize (to be confirmed)

Broadband adoption and innovation in ECTEL Member States, Embert Charles, ECTEL

Exploring the Promise of a Bill and Keep Regime for Mobile Call Termination, John Thompson, Independent Consultant

on ICT

11:00 - 11:15 COFFEE BREAK – Riverfront North & Central

Session 7: Capturing the Mobile Content Market in the Caribbean – Riverfront South

Session 8: The New Mobile Identity - Tuttle/Monroe New business opportunities for mobile operators created by the convergence of mobile and IT

11:15 – 1:15 Session Chair: Lyrio Gomez, CANTO Director

Mobile Performance within the overall Marketing Mix - Greg Stuart Mobile Marketing Association

Mobile Video in the Encrypted Era – The Challenge of improving Quality of Experience for Mobile Data Users while Growing Data ARPU- Chris Koopmans CITRIX

When to launch VoLTE? Pablo Strika, Mitel

Session Chair: Rochelle Cameron, CANTO Director

KEYNOTE – Leveraging Mobile Apps to reach and engage intended audience, Sekou Okwesa, CrowdCompass

The role of Telcos in Mobile Wallet, Diana Sirila, Digicel

Wi-Fi Hotspot Deployment Triumphs and Tribulations, Scott Argue, Sasktel International

How Software Defined Wide Area Networks will enable broadband innovation that shape information access and communication strategies across the Caribbean, Jeff Lubore, Talari Networks

1:15 – 2:15

Lunch &

Exhibition Viewing – 9:00 am – 2:00 pm

Riverside North & Central

Session 9: The ever Changing ICT Ecosystem - Riverfront South

2:15 – 4:15 A Detailed Look into the Fundamental Changes in the Industry Session Chair: Dirk Currie, CANTO Director

Richard Jimmerson, Chief Information Officer ARIN

Kevon Swift, LACNIC

Shernon Osepa, ISOC

Albert Daniels, ICANN

Announcement of Hackathon Winners and Demo of Prototype; Announcement of Venues for AGM & CANTO 2016 – Riverfront South 4:30 – 5:00 Announcement of CANTO AGM 2016; Julian Wilkins, Chairman, CANTO

Announcement of CANTO 2016, Regenie Fraser, Secretary General, CANTO

Announcement of Winner, Demo of Prototype and Prize Giving , EJay Saunders, Founder and CEO, DSS 7:00 – 9:00

Closing Cocktails

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THURSDAY 30th JULY, 2015 - Orchid C&D

S C H E D U L E TOPIC SPEAKER

8 : 0 0 a m – 9 : 0 0 a m REGISTRATION

8 : 3 0 a m – 9 : 0 0 a m

Opening Remarks:

Julian Wilkins – Chairman, CANTO Linus Rogers, HR Consultant Ian Blanchard, CILC ActionCOACH

9:00 am - 10: 15 am Welcome & Introduction

Dare to DREAM – M. Ian Blanchard

10:15 am – 10: 30 am Coffee Break Orchid C&D

10: 30 am – 1 1 : 30 a m

ROUND TABLE - A CEO’s Perspective What the CEO requires from his HR

Executive

Leon Williams - BTC Dirk Currie – Telesur

Anwar Barrow – BTL EJ Saunders - DSS

11: 30 am – 12:00 pm

Self-Image and 5 Key Principles of Inspirational Leadership

Sydney Best, Manager of the Advanced

Programmes Training Unit at the Police Academy, Trinidad and Tobago

1 2 : 0 0 p m – 1 : 0 0 p m Lunch Break Orchid A&B

1 : 0 0 p m – 2 : 0 0 p m

Technology Trends in Telecommunications

for HR Professionals

Carlyle Roberts – To be confirmed

1 1 : 3 0 a m – 1 2 : 0 P m HR's Role in competitive and shrinking

telecom markets

Jacqueline Floro-Forde – HR Director Cable

& Wireless Communications

3 : 0 0 p m – 3 : 3 0 p m Coffee Break Orchid C&D

3 : 3 0 p m – 4 : 4 5 p m

Trends and Emerging Best Practices for Succession Planning

4 : 4 5 p m – 5 : 0 0 p m Wrap Up

9th Annual Human Resource Forum

Aligning Workforce, Culture and Business Strategies in a

“Networked Age” FACILITATED BY: IAN BLANCHARD, CILC ActionCOACH

30th – 31ST JULY, 2015

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FRIDAY 31st JULY, 2015 - Orchid C&D

S C H E D U L E TOPIC SPEAKER

9 : 0 0 a m – 1 0 : 0 0 a m

Workplace Mentoring & Coaching

Programs

Bahamas HR Association

10: 00 am – 1 0 : 30 a m Coffee Break Orchid C&D

10: 30 am - 1 1 : 30 pm “Securing Your Workforce”

Anthony Rocheford

General Manager/Safety Management Specialist B.A.G. Consulting Ltd.

1 1 : 3 0 a m – 1 2 : 1 5

Digitalization of HR – The SETAR

Experience

Christel Croes – Training Mgr. SETAR N.V.

1 2 : 1 5 p m – 1 : 0 0 p m SYBVEN – Topic to be confirmed Thomas Garcia

1 : 0 0 p m – 2 : 0 0 p m Lunch Break

Orchid A&B

2 : 0 0 p m – 2 : 3 0 p m

Quantifying and Connecting the ROI and Financial Impact of an Engaged Workforce

Awaiting speaker confirmation 2 : 3 0 p m – 3 : 3 0 p m

3 : 3 0 p m – 4 : 0 0 p m Coffee Break Orchid C&D

4 : 0 0 p m – 4 : 3 0 p m TBD

4 : 3 0 p m – 5 : 0 0 p m Action plan for moving forward M. Ian Blanchard CILC ActionCOACH

5 : 0 0 p m – 5 : 3 0 p m Wrap-Up Including presentation of

Certificates and Group Photo

M. Ian Blanchard, CILC ActionCOACH

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CANTO – 2nd Annual Marketing Forum “Customer Experience Management to Increase Loyalty and Profitability”

Agenda – First Draft July 30th, 2015 – Monroe

Day 1: July 30th – 8:30 am – 5:00 pm

Monroe Meeting Room Mn

Time

Frame

Schedule

Registration and Coffee 30 minutes 8:30 am – 9:00 am

Opening Remarks from the Chair – Melissa Harris, President, Telecom

Training Corporation (Confirmed)

10 minutes 9:00 am – 9:10 am

Welcome Address – Julian Wilkins, Head of Group Telecoms Public

Policy, Digicel and Chairman of CANTO (Confirmed)

10 minutes 9:10 am – 9:20 am

Presentation 1(CASE STUDY) – Mariano Legaz, Florida Region

President, Verizon (Confirmed)

“How Verizon Creates Winning Propositions That Deliver Value To Both

The Business And The Customer”

45 minutes 9:20 am – 10:05 am

Speed Networking Session (Interactive Activity to Meet As Many

Attendees as Possible)

30 minutes 10:05 am – 10:35 am

Networking Refreshment Break 30 minutes 10:35 am – 11:05 am

Presentation 2 - Rolando Oliver, Title TBD, Alcatel-Lucent

(Confirmed)

Topic TBD

45 minutes 11:05 am – 11:50 am

Presentation 3 – Dionne Chamberlain Miranda, Managing Director/Lead Consultant, Chamberlain Consulting (Former Chief Customer Service Officer of Belize Telemedia) “Inspiring Employee Happiness and Engagement to Build a Customer Focused Culture and Wow Your Customers”

45 minutes 11:50 am – 12:35

pm

Networking Lunch – Tuttle South Meeting Room 60 minutes 12:35 pm – 1:35 pm

Presentation 4(CASE STUDY) – Sandeep Shashikant, Manager, Product Marketing, Frontier Communications (Pending Confirmation) “How „Frontier Secure‟ Has Reduced Churn at Frontier Communications”

45 minutes 1:35 pm – 2:20 pm

Presentation 5 (CASE STUDY) - Sunny Dogra, Managing Director, and

Ulrich Reinecker, Associate Principal, Rawlings Consultants (Confirmed)

“Customer Experience Initiative – Global Lessons Learnt”

45 minutes 2:20 pm – 3:05 pm

Networking Refreshment Break 30 minutes 3:05 pm – 3:35 pm

Presentation 6 - Tequea Batson Diaz, President, Visible Dreams Coaching(Former Call Center Director, Sprint) (Confirmed) “Empowered Employees Maximize the Customer Experience”

45 minutes 3:35 pm – 4:20 pm

Kelly Bute-Seaton, Manager Caribbean Global Business and

Partner Development, Laureate Online Education

“Benefits of Laureate Online Education to CANTO Members”

20 minutes 4:20 pm – 4:40 pm

Interactive Wrap-Up Activity 15 minutes 4:40 pm – 4:55 pm

Closing Remarks from the Chair 5 minutes 4:55 pm – 5:00 pm

Optional – Group Drinks/Dinner (“Dutch Treat”) TBD 6:00 pm - TBD

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Day 2: July 31st – 8:30 am – 5:30 pm

Monroe Meeting Room

Time

Frame

Schedule

Registration and Coffee 30 minutes 8:30 am – 9:00 am

Opening Remarks from the Chair 10 minutes 9:00 am – 9:10 am

Presentation 7 (CASE STUDY): Leon Williams, CEO, Bahamas Telecommunications Company and CANTO Director (Pending Confirmation)

“Strategies to Improve BTC‟s Net Promoter Score(NPS)”

45 minutes 9:10 am – 9:55 am

Panel Presentation (3 panel members to address 3 of the

following topics)

Marlushka Scheper,Manager Customer Interfaces

SETAR N.V. (Aruba Telecommunications Operator)

(Pending Confirmation)

Brett Calder, Senior Director of Sales – Wireless,

Globecomm Systems Inc. (Pending Confirmation)

3rd Panel Member To Be Determined

Techniques to Improve:

Customer Journey Roadmaps

Net Promoter Scores (NPS)

Voice of the Customer (VOC)

Customer Satisfaction (CSAT)

How To Break Down Departmental Silos And Stimulate Cross-Functional Collaboration In Order To Improve The Customer Experience

How to Obtain Company-Wide Commitment for CEM Success

How To Make The Customer Experience Relevant To Staff Within Departments That Are Not Traditionally Associated With Customer Care

Determining How To Incentivize Your Employees And Drive Accountability For Improving The Customer Experience

How to Use CEM as a Competitive Differentiator

How To Use Your Data To Better Understand Your Customers And Use This Intelligence To Improve The Customer Experience

How to Deliver Effective And Empathetic Customer Service While Maximizing Cross-Selling And Up-Selling Opportunities

45 minutes 9:55 am – 10:40 am

Networking Refreshment Break 30 minutes 10:40 am – 11:10 am

Presentation 8: Bert Oliva, Human Behavior Expert, BOWAworld (Confirmed) “Branding Your Digital Care Strategy”

45 minutes 11:10 am – 11:55 pm

Presentation 9: Melissa Harris, CEO, Telecom Training

Corporation (Confirmed)

“CEM & Retention Strategies to Increase Loyalty and Profitability”

45 minutes 11:55 pm – 12:40 pm

Networking Lunch – Tuttle South Meeting Room 60 minutes 12:40 pm – 1:40 pm

Presentation 10: Dominic Carubba, Director, Performance Solutions Center, LLC (Formerly with AT&T Wireless, Verizon Wireless, and BellSouth) (Pending Confirmation) “Using Technology to Improve CEM”

45 minutes 1:40 pm – 2:25 pm

Interactive Customer Issue Resolving Session – Facilitator, 60 minutes 2:25 pm – 3:25 pm

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Melissa Harris, Telecom Training Corporation

The group will identify and prioritize key CEM issues and then develop

potential solutions with their colleagues

Networking Refreshment Break 15 minutes 3:25 pm – 3:40 pm

Presentation 11: Kevin Pitts, President, Performance Consulting

Group (Confirmed)

“Corporate Growth: The Three Levels of Differentiation Leading to Three

Levels of Customer Loyalty”

45 minutes 3:40 pm – 4:25 pm

Interactive Wrap Up Session 15 minutes 4:25 pm – 4:40 pm

Action Plan Development 15 minutes 4:40 pm – 4:55 pm

Closing Remarks from the Chair 5 minutes 4:55 pm – 5:00 pm